Resolutions report

Check the average first response time, average resolution time, and the number of messages that are needed to resolve a conversation within the productivity report.

The metrics

Within the productivity report, you can gain insights into the following metrics:

  1. Average first response time
    The first response time is the time between the first message from a customer and the first reply of an agent in Trengo. Messages outside of opening hours or the time someone spends talking to a chatbot or flowbot are left out of this report.
  2. Average resolution time
    The resolution time is the time between the moment a conversation has been created and the moment it's closed. If a conversation gets reopened and reclosed, these times are added to the total resolution time of a conversation. The time outside of business hours is not accounted for in the resolution time.
  3. Average number of responses until resolution
    The number of responses in a conversation is calculated by counting all the messages that are sent by an agent in a certain conversation.

More information about the metrics and how we measure them can be found in this article.

The report

The resolutions report can be found in Trengo Analytics —> Resolutions report. Here you will find the following dashboard:

  1. Filter
    Apply filters to get the overview you are looking for. You can filter between different (sets of) channels, users, or labels.

    💡Note: selecting multiple channels, users or labels will result in the total result of these filters combined. Comparing different channels, users or labels can be done within specific sections of Analytics.

  2. Timeframe
    Select which timeframe you would like to see. You can filter on:

    • Today
    • Yesterday
    • Last 7 days
    • Last 14 days
    • Last 30 days
    • This month (showing results from between the first and the last day of the current month)
    • Previous month (showing results from between the first and the last day of the previous month)
    • This year (showing results from between the first and the last day of the current year)
    • Last year (showing results from between the first and the last day of the previous year)
    • Or choose a custom timeframe.

  3. Performance in numbers

    Here, you can see the average first response time, average resolution time, and the average number of outbound messages per conversation over the past timeframe in numbers, compared to the equal period before.

  4. Filter the graph
    Determine which graph you would like to see. The one for the average response time, average resolution time or average number of responses. This helps you to get insight into busy moments for example.

  5. The graph
    In the graph, you will see the result of your filters. The darker line shows the current period, the lighter one shows the previous period.

    💡Note: the previous period covers the exact same time period as the selected period. Did you choose "last month" as a timeframe? The previous period will then be the month before.